Lodge a Dispute

Dispute Handling

Klimex CM aims to provide superior customer service, in the event you are dissatisfied with any aspect of our service; please give us the opportunity to investigate and answer your questions.

If you wish to lodge a complaint:

  1. First compile all documents that relate to your complaint and any questions that you wish to have answered
  2. Inform the Klimex CM Support Team and/or your Account Manager with details of your complaint. You can call us on +61 2 82352788; or alternatively email us at info@klimexcm.com. We will review the situation and will resolve it at this initial level if we can.
  3. If the matter is still not resolved to your satisfaction, please ask the staff member that has been dealing with your case to escalate your complaint to their Line Manager to investigate. The staff member should consequentially provide you with their Line Manager’s contact details.
  4. If your dispute is still not resolved you may refer your case to the Complaints Officer, who will conduct an independent review and contact you directly. Please set out your complaint clearly in writing

Mail:
Klimex CM Pty Ltd – Complaints Officer
Level 1, 309 George Street
Sydney NSW 2000
Australia

Email:
info@klimexcm.com

Klimex CM will provide you with a written acknowledgement of the complaint as soon as practically possible after its receipt. We will endeavor to provide a resolution of the matter within 45 days.

If your complaint is not satisfactorily resolved within 45 days, please contact the Complaints Manager of our licensee via the below contact details. We will try and resolve your complaint quickly, fairly and within prescribed time frames.

Vantage Global Prime’s contact details are:

Address: Level 29, 31 Market St,
Sydney, NSW. 2000. Australia

Phone: +61 1300 858 952

Fax: +61 2 9211 1391

Email: compliance@vantageprime.com

If the complaint is not resolved to your satisfaction, you may lodge a complaint with AFCA:

Online:www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001

Our authorising licensee, Vantage Global Prime, is a member of AFCA. Our membership number is 30840.